retention.link user manual
Contents
1. Hon Attendance 30 days 706 40 days 632 180 days 5096 Non Attendance Email Name Send E Mail A i C orbolo RENEE No Email 4ddress gt MATTHEW No Email Address ABDO OMAR No Email Address ABERI TERRI No Email Address ABOU EID MOHAN Mo Email Address ABRAHAMSON JESS lt No Email Address K I Email Viewing customer records From the Management Screen In the retention management screen if you would like to view a customers record you can right click on the customer s name and select Show marketing details which will take you to their profile From Appointments to book Calls to make Letters Emails and SMS S to send App to Book 0 i i Letters 0 E mails 0 SMS 0 These tabs appear across the top of the management screen By selecting a tab any appointments calls letters emails or SMS s that need to be actioned will show up in the screen By viewing the due date next to the name you will see when the action is due 48 Current amp Missed Appointments By selecting either f Show Missed Appointments f Show Today s Appointments It will either show missed appointments or that day s appointments To rebook a missed appointment right click on the person s name view the customer s appointment details from there go into the appointment screen and drag the person s appointment into an available timeslot Missed appointments2. Find Description Retention Template Letter Fath ame ENU sers michaelasDesktop Files TEMPLATES All Custo Phone Call If the action type is phone call then there is no templates or automation required Archon Phone Call Session You may wish to have a step that is a session for example e Trial a group exercise class e Trial the Living Longer Living Stronger program As the user is not necessarily a member that is valid to go that session then a guest pass it allocated to the customer so that they can access the session You can choose a number of days that this guest past stays valid for from the step date For example the step is 7 days in the prospects program and you want the pass to be valid for a further 7 days in case it takes them another week to attend a session Action Set Nbr Days Valid for from this step date 15 SMS You can assign an SMS template to the step See the System Settings session of this document acion EIEN Descriptors Edit SMS r Start Up Pack The start up pack step is designed so that if you wish to give a pack to a customer either when they first join or after sometime of being a customer then this step can be assigned with the relevant date Quite often start up or joining packs are made up of physical items that can run out If at the time of the start up pack being due to be handed out items is not available this step can be postponed until a later date When
3. Print From a re 2 The following screen will display P Export Print Contacts or Sales Steps First Name JENNY Last Name BLACK From Date D To Date D Contact Log Comment 29 07 2007 4 32 00 PM TRAINING TRAINING Concerned about childs devel phone Spoke to Jenny as her daighter does lessons with Sa STOMER Sales Program Steps Sales Program 17 Ew 1 Sales Program Step Nbr Step Name DateDue Status StepAction Staff 1 Date Created Step Origin Comments NEW CUSTOMER 3 day follow up call 9 08 2008 Not Completed Phone Call TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 7 day letter 13 08 2008 Not Completed Email TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 30 day SMS 8 09 2008 Not Completed SMS TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER Session 14 08 2008 NotCompleted Session TRAINING TR 6 08 2008 Sales Program NEW CUSTOMER 180 Loyalty Letter 2 02 2009 Not Completed Letter TRAINING TR 6 08 2008 Sales Program Contact Log Sales Program Steps All Contact Log and Sales Steps Export Contact 5 Print Contact Log Export Sales e Print Sales Steps Export All Print All 3 Choose your filter options if required 4 Choose the Retention program if required 5 Choose one of the export or print options 44 Viewing history of program changes Anytime a step is actioned deleted skipped or steps are added this is recorded in the changes log Vie
4. Actors Template 2 Click on the Ea button to apply a template 3 The follow screen will appear depending on the action type selected Email Email Template Description m Email Text Merge Fields Delete Clear OK Cancel 1 Enter an Email Template Description i e 30 day follow up email 2 Enter the text of the email template Menge Fields a Merge fields can also be included by selecting the Nowe Fat button b A range of fields are available amp Retention Template Merge Fields N J m Select the Field you wish to insert into you Field Name Customer Id Customer FirstName Customer Last Name Customer Title Customer Date of Birth Customer Address Customer Suburb Customer State Customer Postcode Customer Home Phone Customer Work Phone Customer Mobile Phone Customer Email 3 Click on OK to save the template 4 The template will now show as set Non Alttendance Actors Template Tet Contact 30 days E mail Template Set 6 21 SMS lL cea Sales SMS Templates d SMS Template Description S SMS Text Characters Remaining 160 SMS Messages cannot be longer than 160 character Merge Fields Delete Clear OK Cancel 5 Enter a SMS Template Description i e 60 day follow up SMS 6 Enter the text of the SMS template Merge Fields a Merge fields can also be included by selecting the Nowe Fat button b A range of fi
5. Details tab The prospect screen is designed to work from left to right The final tab is the tracking tab whereby you can view the steps that are a part of the program you have selected See managing customers for further information on the view of these steps Seces M Prospect ID 102735 Ld St Personal Details Contact Details Marketing Other Appointments Personal Details Last Name BLACK First Marne JENNY Title L Male R Female Hame Phone Mobile Phone E mail Date of Birth D Refer Age Date Cr Retention Program NEW ENQUIRY Last Lr If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to 26 Select the Staff Member you want these Retention Program Steps assigned to Stafi Members iii 1 v OK Assigning Members to a Program When you sell a membership contract the retention program drop down list is available in the bottom right hand corner of the screen Again the default program will be listed here if one is setup as a default New Membership Contract 5 CustomelD 102735 Hame BLACK JENNY Gender F Hew Contract Details MM shpe M10 History gt gt Term E month Details GOLD E MONTHS Details Date Started BAUG 2008 Dl Edit Link gt gt Expiry 5 FEB 2009 Consultant
6. Fack The options available for each action will vary depending on the action type selected Below will show and explain each of the options available Appointment Either the appointments scheduler in pos link or facility link can be used for retention step appointments The benefits vary depending on the outcome required The appointments scheduler is simple and basic to use but has no billing options The facility bookings module requires more setup but can have multiple facilities or trainers viewed at any one time and charges can be applied if required At each step level you can choose which appointment is selected This will enable the users when actioning a customers step access the correct appointment facility type automatically Acton Appointment C Appointment Po U U UO Y Facility Ne HEALTH CLUB Email An email template can be applied to the step by the same manner that it is applied to a non attendance reminder See the System Settings section of this manual for further information Actor E mail Description Edit E mail 14 In Person An action type of In Person is available however it is assumed that this action type will be used when manual follow up is required Acton In Ferson Letter A letter template can be applied to the step provided it has been setup in the Letter Templates screen See the System Settings section of this document for further information
7. This will allow the step to display similar to within days from start however the first date is not from the start of the program For example within 7 to 14 days of the program start date 10 10 Enter a description for the step if required You may to for example enter what should be said in a phone call for this step The description will show in the customers tracking screen so that staff can see what is required from the step Description Add Step 11 Once all of the details of the step have been entered click on the button 12 You are now ready to add the next step of your program l l l Save Program 13 Continue until all steps are completed and the click on the button 11 Setting up your retention programs Overview Retention programs may vary depending on the customer groups that you have attend your facility For example you may have 8 different retention programs New Full Access Members Existing Full Access Members New PT Members Existing PT Members New Swim School Students Existing Swim School Students New Aquatic Members O O O O O O O G Existing Aquatic Members Retention programs can be restricted by customer groups o Members o Visit Pass Holders o Students Within those groups membership visit pass types and also class types can be limited For example the New Full Access Members retention program only applies to Full Access Membership Types and not Aquatic Only Membership types 12 A
8. that are applied to a customer either at time of enquiry or time of sale That sale may be the purchase of a memberships visit pass or even a booking into a class i e Swim Lesson The unique setup will alleviate the need for external programs outside links to track and manage enquiries It also ensures that regular contact can be maintained with customers and their contact tracked and managed throughout their time as a customer with the business Prospect Programs Retention link allows you to setup two types of programs that will be applied to prospects as they are entered into the database Mandatory fields can be set for collection so that no prospect can be saved without the application of information such as Source of Enquiry and Type of Enquiry Depending on the prospect program you design the system could prompt users to follow up enquiries with a phone call two days after their centre tour or to send a letter if they still haven t joined after three weeks for example The automatic application of a prospect to the program you design will ensure that provided a prospect is entered into the database with at least their first name and surname there is no way they can fall through the cracks Retention Programs It is no secret that it is much cheaper to retain an existing customer than to gain a new one However due to the manual work involved up until now our retention strategies have often been limited by what we can offer based o
9. the step is then due again this will show through card swipe customer attendance ction 16 Date Control 23 Enter the date control for this step 24 There are 5 date options available Z days fram start date L days from L within days from start date days from completion date f Within to daps from start date days from start date This will make the step due at a number of days For example o Program is started on July 1 o Date control for step is 7 days from start date o The step becomes due on July 8 days from a Step This will make the step due the set number of days after the select step days from a Completed Step This date control allows you to set a due date of a step by the completion date of a previous step on which it is dependent on For example If you would like to set a follow up call step after a centre tour has been completed you would use this date control As soon as the booking is made the due date of any dependent steps are updated and in this case the followup call due date would be updated If the appointment is missed and re booked the due date is update so that the due date of the dependent step the follow up call is still dependent on the completion of the tour step Within days from start date If this option is selected the step will show as due for all the days between the start of the program and the final day it is due For example o Program starts on
10. 8 Dl i 11 45 Appointment has been Missed Description Date Created E AUG 2008 Created By TRAINING TRAINING Comments Delete Step Skip Step Complete Step UK Cancel Rebooking a missed appointment To rebook a missed appointment go into appointments or facility bookings and cancel and rebook the appointment without leaving the screen The missed appointment will disappear from the missed appointment list and the step the appointment is linked to will be updated 35 Skipping steps In some cases steps will not be required for example a customer does not want to complete a program show as they have been a regular trainer for a long time but would still like a program written for them Skip Step To skip a step click on tne button at the bottom of the step for a customer screen The status will now show as skipped C Sales Program Step for Customer JENNY BLACK 102 73 Step Status S ki p Frogram Mame NEW ENOUIR Y Step E Deleting steps There may be cases where a step is deleted In this case you must be a sales manager to delete a step A deleted step will be removed however the action of the deletion will be trapped in the customer changes log for the program See System Settings section for marking staff as sales managers Authorisation required Staff Code Password v OF Cancel Delete Step Skip Step Cor 36 Completing steps In some cases a st
11. July 17 o Date control for step is within 7 days from start date o The step shows as due on O July T me 3 Ae 6 7 9 gth 17 Within to days from start date This will allow the step to display similar to within days from start however the first date is not from the start of the program For example within 7 to 14 days of the program start date 25 Enter a description for the step if required You may to for example enter what should be said in a phone call for this step The description will show in the customers tracking screen so that staff can see what is required from the step Description 7 Add Step 26 Once all of the details of the step have been entered click on the button 27 You are now ready to add the next step of your program l l l Save Program 28 Continue until all steps are completed and the click on the button 18 System Settings Administration gt Retention Menu gt Retention Program Setup There are some system settings that can be applied by location to the retention programs These include non attendance reminders and general tasks to do Salesperson is Mandatory on all contracts If this option is selected a membership contract cannot be sold unless a sales person id is assigned to the sale The field will show as mandatory in the contract sales screen and the user will be prompted to complete this field before the membership can be processed i Salesperson is Mandatory on all Contracts Deta
12. NEW ENQUIRY T Retention C Retention Program You can now begin to enter the steps that relate to the program 5 Enter a step description Step Step N arme Centre Tour 6 Enter the staff member or team that will complete the task If sales staff is selected then when a customer is assigned to a program it will ask the user which staff member the steps should be assigned to L Sales Stat f By Role Lifeguard Actor Swim Teacher Customer Service Action Types 7 Enter the action type for the step Acton Appointment E mail ln Person Letter Phone Call Session SMS Startup Fack The options available for each action will vary depending on the action type selected Below will show and explain each of the options available Appointment Either the appointments scheduler in pos link or facility link can be used for retention step appointments The benefits vary depending on the outcome required The appointments scheduler is simple and basic to use but has no billing options The facility bookings module requires more setup but can have multiple facilities or trainers viewed at any one time and charges can be applied if required At each step level you can choose which appointment is selected This will enable the users when actioning a customer s step access the correct appointment facility type automatically e Appointment Pe TOUR f Facility PE Please note For the appoin
13. Step OK Cancel At anytime that you open the prospect or customer marketing screen if a step is due today or from today onwards it will display as requiring action You can either make a comment on this screen or click OK to complete it at another stage or action the step at the time 31 Booking Appointments from the steps screen Book Appointment Clicking on the S button will take you through to the appointments screen or the facility booking search screen depending on the appointment type setup You will see below that this takes you through to the facility search screen where dates times can be selected to narrow your search R Visual Scheduler Filters Appl the following filters to the search Available l l H Centre Facilities Selected Facility Mame Between 5AUG 2008 p and saugome pl Between and Apply Fecity ate Pian Time To Time Book Selected 1 Enter available times to and from 2 Click on o Ambe The times available will be displayed in the results pane 4 Click on the booking time you wish to accept and click on Book Selected 32 Faciity Date Pan lne To Time HEALTH CLUE Wed Ub Aug 2006 0 00AM 06 30 4M C HEALTH CLUB Wed Ub Aug 2008 U8304M 05 00 4M C HEALTH CLUB Wed 0G Aug 2008 UF004M 05 50 4M C HEALTH CLUB Wed UE Aug 2008 09 30AM 10 00 4M Book Selected Not Completed Steps When a step has had no action made against it and it is not yet ove
14. T TRANING TRAINING Ref P Contract Price 194 00 Discount o Sales Ferson fi _ TRAINING TRAINING Discount Reason Family gt Amount 10 00 Total Contract Price Due How Payment UPFRONT E Price 194 00 Joining Fee ETE Contact TEE S Contract Fee 194 00 Contract Fee 194 00 wore e mi Total 194 00 T otal 194 00 Pay On Exit Contract 0 00 Suspension Fee Amount 0 00 Contract 0 00 Discount 0 7 Discount Reason Setup Letter Letter Marketing Sales Program Maamies isd v OK Cancel Apply If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to Select Staff Member Select the Staff Member you want these Retention Program Steps assigned to Staff Members i v OK 27 In the case where a customer was already on a prospect program this program will be stopped by the purchase of a membership The following Retention PROSPECT Program s have now been STOPPED Program Name NEW FULL ACCESS MEMBER NEW ENQUIRY 28 Assigning Visit Pass Holders to a Program A separate screen is displayed when a customer is sold a visit pass that is allocated to a sales program This screen will not be displayed unless the visit pass type is assigned to a particular s
15. ales program This screen is displayed after the transaction is finalised Cancel Then this screen displays CUSTOMER If the program you have selected has steps that are assigned to an individual sales staff member then the following screen will appear where you can select which staff member you wish the steps to be assigned to Select the Staff Member you want these Retention Program Steps assigned to Staff Members i lt v OK 29 Assigning Students to a Program Students like members or visit pass holders can be assigned to a program There may be a different program for students and this is depicted by the class types and settings that are assigned to the program in its initial setup If you only have 1 program that is allocated to students then only this one program will be shown in the booking screen The drop down is available from the bottom left hand side of the create student booking screen P 5 Cre Student Tee r Class Details Class Level MINNOW Dap wednesday Start Time 100 AM Teacher UNCONFIRMED UNCONFIRMEL End Time M020 Ah Area LP 1 Booking Type O Tem X Direct debit Perpetual O Makeup O Casual Student Details Booking Details Student No 102737 Age 2yrs 4mths From BAG 2008 p Name BLACK MITCHELL ee BLACK JOHN Consultant i TRAINING TRAINING Fees Discounts Concessions Joining fee 0 00 Fee per class 65 00 Discount f 43 iscount f Fro ra
16. can only be moved within the week displayed Doing this changes the appointment status to pending again In the booking is a facility booking then you can change the details in the booking screen 49 Reporting on your programs Average time as a member Reporting gt Retention gt average time as a member This report prints a list of current memberships showing the length of time for each membership If the membership has been renewed within the Days between memberships then those days are included in the length of time This report also shows the average length of time for memberships shown by membership types In the selection criteria enter the date that you would like the report to run up to i e it will show members who started before this date By selecting Show summary only the report will be refined to only show the membership type and numbers You can choose how many days between memberships you would like to include in the report Selection Criteria Show Members who started before pl Days between Memberships D Show Summary only 50 By selecting the Category and Type as shown below you determine what memberships the report will include Select Membership Type s Perpetual T erm fe All f Perpetual only C Term Only Category Type w OD v 12G0LF 12 Month ALGC and BAYFIT Membership TaD 44M 15 Day Trial Membership 29T RAIL 29 Day Trial SMONT Buy Three Months Get Three for Fre
17. d out 7 day passes in the gym e Contact Expired Members You can also select to set reminders on reports so that they are not missed in either being printed or a mail merge sent from them Choose either a report or enter a custom follow up reminder Select the frequency Enter the day applicable for weekly and fortnightly Enter an action i e Print Email Mail Merge Call or N A these are setup as contact methods and can be added to as required 5 If this is only a short term task then a Cease Date can be entered this may be applicable to E a tasks that are only valid for certain promotions f Report Pe f Custom Empty Lead Boxes 0 Frequency Weekly Day Wed gt Acton NA e Cease Date PO D Add Clear 23 Finalisation of Settings Save Once all settings have been entered you must click on the see button to ensure that all settings are saved into the system Example Settings Screen Retention Program Setup Retention Settings lw Salesperson is Mandator on al Membership Contracts No Sate Retun Timeframe Hrs fo Mins an Humber of Days between membership contracts to be considered an ongoing member z r Hew Membership f Show Customer Screen f Show Prospect Screen Non Albendance BC T enri ale Tenmplale Sek 1st Contact E days SMS Ml vf Jnd Contact z1 days Phone Call N A Sid Contact ea days Phone Call E NAA Add Task To Do Reminder Hew Visit Pass Sh
18. dding a Retention Program Links Administration File Security Site Setup PC POS Facility Classes Products Services Memberships VP Retention Direct Debit Sessio BERA Retention Program Setup Program Settings 14 The screen will open with only the Program Code amp Name fields available Retention Program Setup Retention Settings Program Code Bl Program N ame 15 Enter a code and description to activate the remainder of the screen For example a CODE NEWFAMEM b DESCRIPTION NEW FULL ACCESS MEMBER 16 Select that the program is a RETENTION PROGRAM 17 Select which customer group s it is relevant to For Students E E H E S l i Retention E For Visit Passes View Memberships 7 WYF View Memberships WF L Prospect 18 Click on the include all types button to isolate certain membership types or leave to 19 You can now begin to enter the steps that relate to the program 20 Enter a step description Step H Shep Name Health Assessment 21 Enter the staff member or team that will complete the task If sales staff is selected then when a customer is assigned to a program it will ask the user which staff member the steps should be assigned to f Sales Staff f By Role Lifeguard Actor Swim Teacher Customer Service 13 Action Types 22 Enter the action type for the step Acton Appointment E mail ln Person Letter Phone Call Session SMS Startup
19. e ALA03 aqua aerobics 3 month pass lt Lll Select ll Select All Average time of cancelled members Reporting gt Retention gt average time of cancelled members This report prints a list of cancelled memberships showing the length of time for each membership Once again if the membership has been renewed within the Days between memberships then those days are included in the length of time The report shows the average length of time for memberships shown by membership types For information on how to run this report please see Average time as a Member No Sale Return Report Report link gt RetentionMenu gt No Sale Return This report shows the number of customers who did not purchase a membership within the timeframe set by the business operator which is calculated from the end of a tour appointment or the first appointment in a prospect program but do return to purchase a membership The report also shows the number of customers that purchased a membership within the set timeframe 51 Selection Criteria HSR TimeFrame Retention Setting The No Sale Return Timeframe is the time in minutes from completion of the first appointment within a Prospect Program to selling a Membership No Sale Return Timeframe Hrs ja Mins 45 Date Range for when Appointment Step was completed From Date o Dl To Date a m Print E sport Graph Preview Close 52 Program Usage Analysis Report link gt Rete
20. elds are available Retention Template Merge Fi r Select the Field you wish to insert into you Field Name Customer Id Customer FirstName Customer Last Name Customer Title Customer Date of Birth Customer Address Customer Suburb Customer State Customer Postcode Customer Home Phone Customer Work Phone Customer Mobile Phone Customer Email 7 Click on OK to save the template 8 The template will now show as set nd Contact En days SMS af Letter When you select the letter option the letters that have been pre assigned to the retention data source will be viewable You can select on of these letters for assignment to the non attendance reminder See the Letter Templates section of this manual for further information B Sales Letter Templates f Letter Templates Retention C Users michaelasDesktop Files TEMPLATES Al 22 Adding Letter Templates Before letter templates can be assigned to steps or non attendance reminders they must first be setup in the letter templates screen This screen is found in Administration gt Letters gt Templates The data source for these is Retention If you are unsure how to setup letter templates please see the Administration Manual for further information Setting tasks to do reminders To avoid the missing of standard tasks follow up reminders can be set for staff to mark that they have completed them These may include items such e Empty Lead Boxes e Han
21. ep will be completed automatically for example when a SMS or letter is sent the step is marked as completed or when an appointment is attended For In Person Phone Call and Start up Pack type steps the complete step button will need to be used to complete the step Note This is also done in bulk through the management screen Sales Program Step for Customer JENNY BLACK 10273 J Program Name NEW ENQUIRY Step H E i Step N arme First Follow Up Call Editing Steps Once a step has been completed it can be edited if required Any changes to the step are trapped in the changes log Editing the step removes any previous completion or skipping and returns the status back to Not Completed By clicking on the the status will be returned to 37 Adding a step You can manually add a step for an individual customer This will affect only the customer it is set for This is complete from either the prospect or customer marketing screen Add New Prograrn Add New Step Stop Program Retention Program Add New Ste Click on _ Add New Step Retention Programs 1 2 The steps screen will now be displayed 3 Complete the fields as you would for setting up a step for the entire program 4 You will need to select the position the step takes based on which step it follows 5 A description cannot be entered for a step entered on the fly only comments 6 An example of such a step may be an ext
22. eted Program Re Activated Program Stopped Tour Tour 2nd Follow Up Call 2nd Follow Up Call Last chance SMS Last chance SMS First Follow Up Call First Follow Up Call 2nd Follow Up Call 2nd Follow Up Call Appointment Appointment Phone Call Phone Call SMS SMS Phone Call Phone Call Phone Call Phone Call Prospect Program STOPPED customer has be 45 Customer Correspondence If a customer does not want to receive emails or SMS s then the steps assigned with those actions will be automatically skipped Retention Program NEW CUSTOMER 8 Add New Program Add New Step Stop Program Step 3 E SHS L by 13 08 2008 by 8703 2008 vien Piso Not Completed pa Fending Appt El Skip ee gt gt Completed 4 Missed Appt To set this go into the customer s marketing details select i which will take you the customer set up screen There select tab Others and then mark the correspondence the customer wishes to receive Correspondence x All Correspondence R Linke Emails x Links SMS 46 Daily Management from the Management Screen Marking items as completed On the bottom left hand corner of the Retention management screen is Tasks To Do In this screen any tasks that have been set will show up here Tasks To Do Tasks List Date Task Type Completed 15 10 2008 Cleaning checklist compl In person 15 10 2008 Missed gym appointment Phone Call 1410 2008 Missed gym appoi
23. ils Date Started R AUG 2008 pl Expiry Po Consultant To TRAINING TRAINING Ref Pn Sales Person e S ooo hw Non Attendance Reminders Administration gt Retention gt Retention Settings To avoid the need to ensure that staff members are running reports to follow up on non attendance of membership holders these reminder parameters can be used to display customers on the sales management screen The criteria for the non attendance is that no attendance has been recorded against their membership contract are as many days as specified The customer will continue to show until they have either attended or been marked as contacted Acton Template Template Set Tet Contact 30 days SM5 7 P 2nd Contact 60 days Phone Call Nad 3rd Contact a0 days Letter ba m v 19 For example Settings are for 30 days 60 days and 90 days A customer has not visited for 30 days e They display in the 1 period of non attendance follow ups The customer is then contacted but doesn t attend e They are removed from the 30 days contact list The customer then doesn t attend for a further 30 days so now 60 days in total e The customer again appears on the 60 day follow up list and will be contacted again by the action set 20 Setting the templates To assist automation of follow ups users can set a template for a range of follow up methods including SMS Emails amp Letters 1 Chose the follow up method
24. inks Modular olutions RETENTION LINK USER MANUAL Prepared by Links Modular Solutions Pty Ltd July 2008 Contents OVS VICW T H T H A 5 General OV CHV IC Ws sse eee eee eee 5 NS GCL PROF AIS iacetecete tata ada tarareiaratadanesetacetedadacadacaseietaca aaa sageussens E 5 KTR de kee oe ne at en a a ee ee 5 SEME UP VOU TOST TDTO ETIE ee ee ee ee eee 6 Program s 9 T D ACHON e 7 Rea H 10 Setting UP your retention PLFORLaMMS ccccsccsccecsececsececsececsececsecsccecsececsecececsececsesecseseeeecsececstsecaenaes 12 IE ect cee E ea eter A E EE E EE E EE 12 Adding a Retention Program css ss cesses see e eee eenn 13 POE Fail Se sn THH 13 POTION KTT 14 AEE ORO e E E E E E EEE 17 KES R 5 H s al HHT 19 Non Attendance REMINGELS cccsscccssccssccesecessccsecceusceescsseeneeeseeseeeeteesseuseeseneeeseeeseesseeseeeenaeens 19 SE CUE Ci TETE 21 POONA HOT Sl Temne a adavnsetusetudeteducsdiss lt esscevet oer sevens versteesyee cersre 23 SEME tasks tO do gag 11010 S meee meee mee nr 23 PIAS QUOI Ol eE ee E 24 Sales Managers amp Sales Slate Membe S aer a a A AA 25 Assigning a customer to a prograM sssssssssssssssrsssesesrsrsrsrsesererersrsrsrsrersrsrsrseseseserererereeererersrsesesesee 19 BE a A A E ee E 26 ASSIENINE Prospects t a Proga sive vewtivesiecteveriveteisaecrewerercoeveccecniecccesdcneneencrensvedevcneriececeieceeess 26 Assigning Members to a Program sese eee eee eee ee eee eee eee 27 Assigning Vis
25. it Pass Holders to a Program ccccsccssccsecceecenceeeeeucteeceseeeuceeceeeeeueteceseeeueeeeceeeeenees 29 ASSIGNING Students to d PORT AIM sxeuetene vires scteunt one virciaaleevacswecsnennescssensesdsinswaneccsedsencseesensecwenseadvercanes 30 Manae imne your Proctor S weticcncnvesonrarnesersveprarsousoruveiresrdeiourervenenrsenrdnctineneiractoniem teremrarnetraeerseccinn 31 AET AUE O aE EEEE E EE EEEE eee ee eee eee eee ee eee 31 Booking Appointments from the Steps Screen see eee ee ee eee eee 32 INOE COMM K 5 sioner etre teu vevone encore euranecneuerenasenasdarseanesaeses vedere acowisew ANR 33 Nei 7 er a 34 RVI ISSUANCE VSN iS tEDS irre ast at a lala tle cent ant rate ioe eee Oia lala clasla cloals slants Jaslaslaslacleals aa 35 SKIDOINE LONE aa tec are de tse dis tte tg va oie ota oes eee 36 Deleting SUCDS TT 36 TOI 37 EIT 37 AGANE a e nner PEP me Sere eaten ee reer fare sere en en nerT rer ever 38 SUES TIS SPOSTI ss ene ot a ETE ature sina done sean ond suena one stein rons eaneneia ans teeuie noes nea eun ne 39 CDT TET d iq ener etre nee H anne ene eee en ene Te en ee 39 REACTIVALING eee n 40 Viewing Programs On an Individual Basis cccccssccseccseceecceeceuceseceseeeucteceseeeeeeeeceseeeuceseceseeeeees 41 VICWINE past ACTIONS cs ccecevecavereteceraretanccecuncacdanadeccuacateiadetatacetoustandosutyaedoantoseseaudetedesusredemdesuteateemns 42 Exporting amp Printing History Of CONTACTS cccccccescceeccseceeec
26. member is shown through their personalised gym program Retention Retention is simply the act of retaining something using this retention program the aim is to retain as many members as possible Prospect A prospect is a potential member Sales Appointments A prospect attends an appointment at the centre at which they will be toured through the centre and explained member prices and details Sales Managers amp Sales Staff Members In staff set up if a person is checked under Sales Manager they have full access to the retention link program To have access to the Management Screen you must have Sales selected under Staff Members Roles In order a Sales Staff member to be assigned to steps of a member s program they must have Sales selected also 55
27. n our balance or staffing costs to retention financial gains The retention programs within retention link allow users to setup a specific order of steps that are followed by the customer throughout their time with your business Whether follow up reminders are set for Fitness Consultations or Programs Shows or it is simply a phone call to see how they are enjoying their time with you the retention program allows you to have automatic control and not be reliant upon manual systems Setting up your prospect programs Prospect programs are designed to allow users to automatically set follow up reminders for prospective customers It will also allow management to report on at what stage prospects are being converted to customers and therefore to track which processes are effective 4 Links Administration File Security Site SetupPC POS Facility Classes Products Services Memberships VP Retention Direct Debit Sessio o Retention Program Setup Program Settings 1 The screen will open with only the Program Code amp Name fields available Retention Program Setup Retention settings Program Code Program Hame 2 Enter a code and description to activate the remainder of the screen For example a CODE NEWENQ b DESCRIPTION NEW ENQUIRY 3 Select that the program is a PROSPECT PROGRAM Retention Program Setup Retention Settings Program Code NEWENQ J lv Active Prospect Default Program Name
28. ned and completed the details are displayed in the top section of the tracking screen The show contacts and show sales steps buttons switch between manual actions created and those that are contacts based on the steps of a retention program You can see in the below screen that a contact log entry for swim lessons discussions is displayed Info Marketing Other Estras Appointments Guest Pass Referral Tracking Children Contact Log Date 2g OF 200 4 32 00 Pha Ter eee O Stair TRAINING TRAINING 9 New Nex Reason Concemed about childs development New te Export Print Method i pieni From Dl Comment Spoke to Jenny as her daighter does lessons with Sara Jane Tae pl and wasn t happy with the level of development explained Show Sales Steps If you then click on the J button you will see now that the past completed steps are displayed 42 Info Marketing Other Estras Appointments Guest pass Referal Tracking Children Sales Program NEW ENQUIRY Step Nbr 3 Date Due Statt Shep Hame Action Comment 2070872008 B LACK JENNY 2nd Follow Up Call Phone Call E Show Sales Steps Hew Hest Pre ious Export 7 Print From gt w To 43 Exporting amp Printing History of Contacts You can export and print the contact logs and sales steps as required 1 Click on the SHOW button Export
29. ng message will be displayed You have completed the last step of this Retention Program would you now like to Complete this Retention Program If you click YES the program will be marked as completed Selecting NO will leave it as uncompleted and even though all steps may be completed it will not be seen as completed from a reporting point of view Progam Completed by TRAINING TRAINING 39 Reactivating a program In some cases a program may have been accidently stopped or completed If a staff member has the appropriate rights sales manager they can click on the white Program Completed Button and the following screen will appear Click on the RE ACTIVATE PROGRAM button to activate R Retention Program Stopped 1 S Retention Program Stopped Program Code NEW ENQUIRY Frogram Name NEW ENQUIRY Customer Id 102735 Customer Name JENNY BLACK Stopped By TRAINING TRAINING Stopped Date 06 Aug 2008 O Date of Last Completed Step fo Steps Completed Comments Re Activate Program X Cancel 40 Viewing Programs on an Individual Basis Programs can be viewed in both the Customer Marketing and Prospect screens The most active program will be displayed by default and then you can switch to other programs if required For example a customer is now a member but was in the past a prospect Their prospect program is still viewable by changing the drop down however by default their membership retenti
30. ntionMenu gt ProgramUsageAnalysis This report shows by numbers of attendances in a specified date range which is displayed either in a daily weekly fortnightly tally etc members attending the centre who are on retention program and which program that is and attendances for those members who are not on a retention program Note this is for memberships and visit passes only 5 aere Program Us Selection Criteria r Tally By Y Day C Week Fortnight Month Quarter for Attendances between D and pl Membership Graph L to include Memberships isi Include Memberships 5 elec and or isit Passes Visit Pass Include Visit Passes Graph Select Membership Types Preview Category DIRECT DEBIT FORTNIGH Description CI RESULTS TERM MEMBERSHIPS Select All Select All Select Visit Passes Category SUAL WISIT PASS PERSONAL TRAINING Select All Select All 53 Sales Person Performance Report Report link gt RetentionMenu gt SalesPersonPerformanceReport This report will show which steps were completed by each staff member as a tally for the date range entered The steps are reported on by action type and therefore the tally is categorised by how many phone calls appointments booked etc each staff member has completed Therefore overall staff performance can be measured and individual staff members that are performing well can be given recognition Person Performance Re Ir Selection C
31. ntment Phone Call LLL If an item is highlighted in red that Task To Do is overdue To complete a task click the completed box next to the task and it will be deleted from the screen The same task may pop up again if it is a reoccurring task E g weekly fortnightly etc Non Attendance The Non Attendance screen is also in the Retention Management screen It will show members who have not attended for the number of days specified E g In this example at 30 days non attendance a phone is the action required Hon Attendance 30 days 708 g0 days B32 180 days 5095 Hon Attendance Phone Call Name Complete Home Phone Last Wist A K Bo 0425842600 THE ABOULLASHI MOHAM i 434447068 2B U9 2L ABOULLAHI MOHAM No Phone Numb 14 08 20 AGGETT CHRISTOF Seb 3023 2 07 21 AHAMED AL RUA 0450451690 Aarla 2L AHMED AHMED 0424630996 01709 2 AITEEN HEATHER 93984815 sar Dr AL AL BOUTHABET ALI LI 0422 610 726 0DE s lt m gt Once a person has been contacted by the action required by clicking the complete box next to their name their name will disappear off the list 47 Bulk E Mails SMS and Letters If an email SMS or letter is set for any of the non attendance these options can be actioned in bulk E g In this example at 90 days non attendance an email is the action required By selecting the whole list everyone in the list who has an email will receive an email
32. on program is displayed E Customer Marketing Details Customer ID 1027 Nets Show Contacts Show Sales Steps Staff New Next Previous Reazon Export 7 Print 7 L ae Comment To Retention Programs Retention Program NEW CUSTOMER Add New Program Add New Step Stop Prostar View History Not Completed Ez Completed 2E Each of the steps can be viewed for further information or actioning by clicking on the button Method Pending Appr Ea Skip BS 4 XX Missed Appt D 13 For example by clicking on Step 3 SMS the following screen will appear 41 Sales Program Step for Customer JENNY BLACK 10273 C REX Program Name NEW CUSTOMER Hint Click on SMS to Date Started SEP 2008 D Step 3 paie pue BSEP2008 send this SMS Step Name 30 day SMS manually If the mobile Ta Sales Stal number is not here Assign To r ten TRAINING TRAINING ae you can add it and it Action SMS will update to the Description 30 DAY SMS Edit customer profile SMS Hello lt lt CustFirstName gt gt You ve made 30 days Congratulations SMS Template Mobile Send SMS Description Date Created 6 AUG 2008 Created By TRAINING TRAINING Comments R Delete Step Skip Step Complete Step OK Cancel If you choose not to send an SMS you can select any of the buttons with the action you would like to do Viewing past actions Once steps are actio
33. ow Customer Screen C Show Prospect Screen Cleaning Ihe sales presentation area Curent Contacts Wweekly kon amp Custom Report bemp Holders Daly Add Cleat Finish Cancel cc Back 24 Sales Managers amp Sales Staff Members ADMINISTRATION gt SECURITY gt STAFF MEMBERS There are certain functions that can only be completed by sales managers for example S Viewing the entire workload Removing steps from a customer s program To mark a staff member as a sales manager check the option as sales manager Staff Setup Staff Code f M Mest Mo Inactive Person i Personal Contact Security Roles l Skills amp Training Availability Z Sales o oe IZ Sales Manager Teacher 25 L Assigning a customer to a program Overview Prospects Members Visit Pass Holders and Students can be assigned to a prospect or retention program as a part of their customer setup or sale Any other customer group can also be assigned to a program manually The drop down menus available for selection are automatically populated with the default program if a default is setup in the retention program setup screen Assigning Prospects to a Program POS gt CUSTOMERS gt PROSPECTS When you enter a prospect the prospect programs drop down will only be populated with those programs that are set for Prospects This drop down is viewable in the bottom left and corner of the Personal
34. ra follow up call or extra free program show Program Name NEW CUSTOMER New Step New Step Position Date Started D Step H z ar i After Step First Step Teta TIE tid n 13 Step Hame C Sales Staff Assign To o By Role Actors Description Date Created iz Created By TRAINING TRAINING Comments DK Cancel 38 Stopping a program Prospect programs will be stopped when that customer is sold a membership You can also choose to manually stop a program for example the prospect turns to a dead lead Stop F l To stop a program click on the Stop Program button above the displayed steps You will see that the first cell is now displaying the programs status Note You must be a sales manager to stop a program manually r Retention Programs Retention Program NEW ENQUIRY Add Mew Program Progam Stopped by TRAINING TRAINING Add New Step Stop Program Step 3 Phone Call by 20 06 2008 Mot Completed 3 Pending ia Completed Si Missed Appt Completing a program Whenever the last step in the program is actioned either completed or skipped you will be asked if you wish to complete the program The internal status for reporting is different between completed and stopped Completed means that everything that was required to be done is considered done whereas stopped shows that certain parts of the program where forgone Upon actioning of the last step the followi
35. rdue its status will be not completed Example Ey Sales Program Step for Customer JENNY BLACK 102735 Program Mame NEW ENGUIRY Step E Step Name First Follow Up Call Pending Steps When an appointment is booked but the appointment is in the future the status is marked as pending P Sales Program Step for Customer JENNY BLACK 102735 Program Name NEW ENQUIRY Date Started 6 AUG 2008 D Step I Dae Due 13AUG 2008 D Step Name Tour Sales Staff Assign To TRAINING TRAINING gt C By Role TRAINING TRAINING Action Appointment v Action Appointment Booking Appointment 7 Y Facility HEALTH CLUB Description Date Created BAUG 2008 Created By TRAINING TRAINING Comments v Delete Step Skip Step Complete Step OK Cancel 34 Missed Appointment Steps If an appointment has been booked against a step but then the appointment is then not attended the status will be automatically changed to Missed Appointment These steps will then show as Missed Appointments in the Management screen Sales Program Step for Customer JENNY BLACK 102735 SS Program Name NEWFAMEM Step i Step Hame Health Assessment i Sales Staff Assign To TRAINING TRAINING lt Rek TRAINING TRAINING Action Appointment Action Appointment Booking Appointment lt l TY Facility HEALTH CLUE Date Started 13 AUG 2008 D Date Due 13 AUG 200
36. riteria Date Range for completed Retention Steps The Retention Steps selected for this report are those steps that have a completion date which fall within this date range selected From D ate D To Date D Retention Prospect Conversion Performance Report link gt Retention gt RetentionProspectConversionPerformance The step as part of a prospect program at which a prospect is converted to a member visit pass holder or booked into a class is shown in this report Prospect programs can then be reviewed for effectiveness and sales staff performance can also be reviewed as you have the option to breakdown by sales staff m Retention Prospect Conversion Performance Re This report shows at which step in the Prospect Program the customer is converted to a Member 7 YP holder Print or student Selection Criteria Export Date Range when Prospect Program was Stopped B rap This is the Date when the Prospect Program has been stopped automatically by Links as the Customer has purchased ether a Membership visit Pass or Student Booking Since the Customer is no longer a Preview Prospect there ig no need to remain on a Retention Prospect Program From Date D To Date Eal Breakdown by Staff Close Breakdown by SalesPerson 54 Glossary Appointments Fitness Consultations An appointment where a member s health and fitness is assessed and recorded by a Gym Instructor Program Show An appointment where a
37. seeeeceeceseeeecteeeeseeeecteeceseeeeeeeeeeseeeeeees 44 VIEWING HIStory Or Program CNaNPes aon aa nena nnn 45 Customer Correspondence TTT 46 Daily Management from the Management SBCregen eee eee ee eee eee ee ee e ee eee eee 47 NMarkine items Gelas L lnemmeteeneteer te rent stee ne eetir eneete et ur are ee our tee SSE SPI arae ae AP Pon SDP one oe 47 BUIK E Mails SMS ana LEETS se 2 6 2 0 cc te a att acta eel a e Ole lc el til attacle 47 Viewing Customer ees ee eects reac clear alae eee cates aaere cia etlap hed tote ou masseeasaas mal maemeneersaedes 48 Reporting oN YOUN sler 48 ANCES TING aS a MEMDE TT 50 Average time of cancelled members cei ccccvinsdcceicncednvvdcvvaseucdesdavedsacdensdsactancdeacdoeviensdaced byadousteued vaedinee 51 CO SS Ne ae ais ak a ae ee cane ese eae eae eae a aes ol tel bed od ad date lated tells te 55 POE ig CUS T 55 RECO EOIN T 55 FOS CCU aca cet steered ts ca ts E EE E nnn ee 55 Sales APPOINTMENTS TT 55 SE NEE E cee eee a A A EEAO E O O ere eee omen aere 55 Sales Sta IVI IO CMS vaca uss tum salve N e E 55 Overview General Overview As the need to gain and retain customers with as little as much spend as possible becomes even more important we must look to ensure that our processes allow us to actively follow a customers progression with our business and not let them get lost in the system Retention link is a unique module of Links Modular Solutions that allows users to setup step by step programs
38. ta 260 00 S Include next period first child first class Discount 0 00 Next Period 01 Jun 2005 Pay now oe bue een00 7 260 00 Family Credit 0 00 1 I Sales Program NEW CUSTOMER l CUSTOMER Amount in Credit Amount to pay 0 00 Va nna ressvnbitii Au Au pr s Se Se Se Se Oc Oc Oc Oc Oc No No No No De De De De De Ja Ja Ja Ja Fe Fe Fe EB S SI 59 S NIR epee Pe S 2 21 a NS RIS ee RZ RII NI SH ST De ee Pepe pile T Concession Wacarncy Fully Booked Vacancy Filled by Make Up Public Holiday v OK X Cancel 30 Managing your programs Steps due today When you setup a program any steps that are due on that day or due within a number of days from the start date will pop up on the screen for you to action immediately For example a centre tour is the first item booked for a prospect As soon as the prospect is entered and the record is saved the following screen appears Step Status Step Due 13 Aug 2008 Program Marne NEW ENQUIRY Date Started E AUG 2008 D Step H fi Date Due 13 AUG 2008 D Step Hame Tour 46 Sales Stalf Assign To TRAINING TRAINING lt rece TRAINING TRAINING Action Appointment ka Action Appointment Booking No Appointment Booking has been made Appointment lt l f Facility p HEALTH CLUE Description Date Created E AUG 2008 Created By TRAINING TRAINING Comments Book Appointment Delete Step Skip Step Complete
39. tment type to show up the in the drop menu you must have selected Sales Reporting in the appointment type setup Email An email template can be applied to the step by the same manner that it is applied to a non attendance reminder See the System Settings section of this manual for further information Acton E mail Description Edit Email a In Person An action type of In Person is available however it is assumed that this action type will be used when manual follow up is required Acton In Ferson Letter A letter template can be applied to the step provided it has been setup in the Letter Templates screen See the System Settings section of this document for further information Find Description Retention Template Letter Fath ame ENU sers michaelasDesktop Files TEMPLATES All Custo Phone Call If the action type is phone call then there is no templates or automation required Archon Phone Call Session You may wish to have a step that is a session for example e Trial a group exercise class e Trial the Living Longer Living Stronger program As the user is not yet a member then a guest pass it allocated to the prospect so that they can access the session You can choose a number of days that this guest past stays valid for from the step date For example the step is 7 days in the prospects program and you want the pass to be valid for a further 7 days in case it takes them another week
40. to attend a session Acton Set Nbr Days Valid for from this step date SMS You can assign an SMS template to the step See the System Settings session of this document action Es Descriptor E dit SMS F Start Up Pack This action type may not be so relevant to Prospects however it can be used if required The startup pack step will notify the user at Point of Sale when an attendance is recorded for the prospect customer Further information is discussed in the retention program setup section of this document ction Date Control 8 Enter the date control for this step 9 There are 5 date options available G days from start date days from L within days from start date f Enter at Customer Level B within to days from start date days from start date This will make the step due at a number of days for example o Program is started on July 1 o Date control for step is 7 days from start date o The step becomes due on July 8 days from a Step This will make the step due the set number of days after the selected step Within days from start date If this option is selected the step will show as due for all the days between the start of the program and the final day it is due For example o Program starts on July 17 o Date control for step is within 7 days from start date o The step shows as due on O July r a 3 4 6 7th 9 gth Within to days from start date
41. w History This log is viewable from the button left of the seen steps Retention Programs Add New Prograrn Adc Skip 12 Retention Program Progam Stopped by TRAINING TRAINING Pending Appt a Missed Appt a Mot Completed si Completed E View History B Retention Program Histo Program Code NEw ENQUIRY Customer Id fi 02735 Program Name NEW ENQUIRY Customer Name JENNY BLACK Date Time By Staff Reason Step Nbr Step Name Step Action Comments 06 4ug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 06 4ug 2008 06 Aug 2008 06 Aug 2008 06 4ug 2008 06 4ug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 06 Aug 2008 5 17 00 PM 5 53 00 PM 5 58 00 PM 6 05 00 PM 6 07 00 PM 6 09 00 PM 6 24 00 PM 6 24 00 PM 6 25 00 PM 6 28 00 PM 6 31 00 PM 6 31 00 PM 6 31 00 PM 6 33 00 PM 6 35 00 PM 6 38 00 PM TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING TRAINING Program Started Facility Appointment Booked Facility Appointment Booked Step Added Step Skipped Step Added Step Deleted Step Completed Step Edited Program Stopped Program Re Activated Step Edited Step Completed Program Compl
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